The $40 Million Answer: Make Your Customers Feel Seen and Heard

After spending over 25 years working with industry legends like Jim Abrams and Leyland Smith of Service Champions, Lawrence Castillo felt he was ready for his next challenge. So in 2020, he accepted the role of president at Brody Pennell Heating & Air Conditioning , which has been proudly serving the greater Los Angeles area since 1945. Since taking the reins, Lawrence has helped supercharge their business strategy, seeing revenue growth from $7 million to $40 million in just three years. We’ll learn the steps Lawrence took to strengthen the Brody Pennell brand into a 5-star-rated business, start an HVAC school, and prioritize world-class customer service. Join us as we discuss: [18:32] What to do when you get pushback from the old guard [22:44] The first thing to do to help your business grow [30:41] How building an HVAC school leads to a winning talent pipeline [37:44] How to create your own urgency Check out these resources we mentioned during the podcast: Service Champions You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts , on Spotify , or here . Know a business that could use a bit of muscle from ServiceTitan? Refer them here! Register for Pantheon 2025 - see you in Anaheim! Prometheus Award Nominations Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy for more information.